Customer Support Manager

We are currently working in partnership with One Utility Bill to find a Customer Support Manager to join their team in Newcastle.

This role has a salary of £36,210 per annum.

About One Utility Bill

One Utility Bill are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game-changer.

They are also a great company to work for, everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

The team scored them a whopping 8.5 out of 10 for "I recommend One Utility Bill as a place to work" in the last employee engagement survey.

What’s in it for you:

• Salary increase each year to say thanks!
• 25 days holiday each year, plus the usual bank holidays. Too many? Too few? You can buy or sell up to 5 per year.
• Access to a shiny employee discounts platform, Magpie.
• Up to £1,500 for direct business benefit learning of your choice.
• A paid volunteering day with the company's chosen charities or a charity close to your heart.
• Access to Simply Health for 24/7 access to private GP and counselling services and many more health benefits.
• Saving you money on your commute to work with our nifty corporate travel with Nexus and Go North East.
• Prefer two wheels? Get yourself a new set with the Cycle to Work scheme.
• Enhanced Pension contributions once you’ve been with One Utility Bill for 3 years.
• Free independent mortgage advice from Charles Cameron & Associates.
• Lots of socials like weekly football and badminton games, team activities and fundraising events to support chosen charities, Newcastle West End Foodbank and Newcastle Dog and Cat Shelter. Do you see yourself as the next Bob Ross of our next Paint & Sip night or taking the crown in an annual table tennis competition?
• One Utility Bill are also proud sponsors of their neighbours Ouseburn Community Farm which means they get to walk their goats.

What you’ll be doing:

One Utility Bill are entering the next phase of their growth as a business, and with this, are super excited to be adding some additional structure to their Customer & Partner Support team. They’re creating a new management position that will head up a key function within Customer Support/ Customer Experience. Under this exciting new structure, the successful candidate will be responsible for up to 2x Team Leaders and a sub-team of advisors.

You will be responsible for:

• Reporting to the Head of Operations, you will be responsible for the management of a key function within the Customer & Partner Support department, working alongside another CS Manager.
• You will recruit, coach, mentor and develop Customer Service Team Leaders and Advisors to ensure exceptional customer service standards are met.
• Management of customer complaints, achieving customer satisfaction and quality assurance.
• Performance management of the Customer Service team, setting KPIs and ensuring

team members take ownership of their own performance and development.

• Monitoring market and competitor activity through customer contact and feedback.
• Implement and develop procedures to ensure continuous improvement of processes within the department.
• As a member of the Extended Leadership Team at One Utility Bill, you will be responsible for management reporting and attending monthly management meetings.

A little bit about you:

• Previous experience in either a Customer Service Management or Team Leader position.
• Experience in developing a customer journey to provide the highest levels of customer service and satisfaction.
• Proven track record of people management which will include coaching, mentoring and setting KPI objectives.
• Experience working in a high-growth business environment, able to deal with rapid change.
• Evidence of good communication skills, both written and verbal.
• Very organised with great time management skills, with the ability to multitask.
• Troubleshooting and problem-solving skills.
• Resilience, understanding, patience and empathy.

If you are interested in this Customer Support Manager role, click 'apply now’ and a member of our team will be in touch!